Company name Luminor Bank AS
Headline Luminor Baltic branch network transformation

RNS Number : 9186Q
Luminor Bank AS
25 February 2019


RELEASE TIME 25.02.2019 8:00 GMT

Luminor announces Baltic transformation plan for customer service centre network

In 2019 Luminor will be implementing its customer service centre network transformation plan as part of the bank's strategic initiative and recently announced change to its operating model.

The transformation plan will consist of consolidating certain customer service centres with those in nearby locations, revisiting its customer service model, strengthening the bank's digital service offer and introducing to customers cashless platforms and payment systems. The changes in the branch network will support Luminor's aim to set a new standard in customer service, with a primary focus on value-added consulting, by ensuring that the customer receives all of the support they need until they start using remote daily financial services independently.

Customers will continue to be able to use technology-based services, such as mobile banking, ATMs and online banking. In 2019 Luminor plans to renew its self-service and ATM network, will continue working to establish one joint ATM network for Luminor in all three Baltic States and will gradually increase remote consultations and advisory services to reduce the number of usual daily banking-related visits to service centres.

Kerli Gabrilovica, Head of Retail Banking in Luminor: "Following industry-wide digitalisation trends, the role of customer service centres of banks continues to change. We are already seeing fewer visits to our branches and customer service centres, as more of our customers are choosing the convenience of online and mobile banking." According to Gabrilovica, 80% of Luminor's customers in the Baltics were already using digital and remote channels daily for their everyday banking activities in 2018. "The transformation plan for 2019 will enable us to concentrate our customer service centre staff and services in locations where they are most needed and enhance overall efficiency within the organisation. The proximity of nearby customer service centres, meeting points and ATMs enables us to make these changes to the branch network while still providing customers with convenient access to banking services when they are needed."

The customer service centre network transformation will be carried out gradually during 2019. Currently Luminor has in the Baltics altogether 61 customer service centers. Following the changes, Luminor will have a total of 35 customer service centres and meeting point locations in the Baltic States by the end of the year (Estonia: 8; Latvia: 10; Lithuania: 17).

Luminor is not planning any changes to its daily operations or client offering in relation to the customer service centre network transformation.


Luminor investor relations:



This announcement has been issued through the Companies Announcement Service of Euronext Dublin.



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